Why is VFS Global preventing one from travelling

A ticket was purchased to travel last year when my Director became aware that she could not use the ticket due to the changes in the law . Immediate application was made to VFS Global in October 2014 . to this date she is waiting for feedback . Members at the call centre are rude and the site says pending . How long does it take to process an application for England . the ticket is about to expire and no feedback from VFS global who are holding her PRISONER her in South Africa . She has not seen her grandchildren in over a year !!! WHY CAN NO ONE HELP ???? <br> <br> Do we need to take this heart renching story to the media to get some attention ????